Service Experience Manager

Requisition Number: 202248

External Description:

Teradata’s Service Experience Managers (SEMs) are dedicated to helping our customers achieve operational excellence for their analytical ecosystem, which will drive customer satisfaction and increased Teradata consumption. SEMs will drive operational excellence across Customer Support (CS), Managed Services (MS) and Intel iCloud/Engineering (IC).
SEMs execute their role by both delivering specific value add services and by serving as a focal point across CS, MS and IC overseeing ongoing operational services. SEMs will bring not only industry established rigor for operational excellence (ITIL/ITSM) but also build on observed best practices across our diverse customer base.

SEMs will assess where Teradata and our customers are on their journey to operational excellence. This assessment will be built on ongoing shared metrics as well as formal review processes executed quarterly and annually. The assessments will help form clear plans to improve performance and drive greater value.

SEMs will be very focused on helping our customers proactively manage operational risk. By reviewing operational service metrics based on the customer’s specific environment SEMs will propose recommendations and work with our customers to execute mitigation plans.

SEMs will have an oversight and support role regarding ongoing services. SEMs will monitor performance against SLAs and drive adjustments in resources or processes if required. When operational challenges arise, the SEM engages to make sure Teradata brings our best forward to quickly resolve the issue. The SEM bridges the various Teradata teams as needed to make sure activities are coordinated and we work toward an integrated resolution plan.

Skills and Experience

• Prior experience with driving operational excellence at SaaS or data warehouse company 
• High-level technical knowledge on data warehouse products and services (bring in SMEs for detailed technical info) 
• Prior experience working with either business or IT customers
• Ability to collaborate with a diverse workforce across on and off-shore delivery teams and cross-functional business units
• Strong client management and change management skills
• Experience across several industries to offer flexible staffing options or experience in highly regulated industry (e.g., healthcare, financial services) 
• Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations

Main tasks & key responsibilities

Drive operational excellence:

• Assess customer’s ongoing analytical environment (e.g., ITSM assessment) from product and services perspective
• Provide recommendations to improve performance, TCore consumption, and value to the customer
• Actively manage operational risk (e.g., manage testing, configuration)
• Provide expertise on industry / TDC best practice on operational excellence (e.g., ITIL, change management)
• Facilitate collaboration and joint planning between services teams through creation of a services community focused around customer experience, elimination of overlaps, and creation of leverage between organizations when feasible 
• Provide client-related knowledge management; ensure knowledge relative to client is maintained and shared in a timely manner across teams

Manage service account:

• Build a trusted adviser relationship with customer teams (executive level vs. operational) responsible for production support and infrastructure management.
• Liaises with SMEs (CS, MS, IC) for technical or specific info on change and release/operations management
• Manages communication of overall execution against contractual SLAs for operational and infrastructure support services to customer
• Manages CS, MS and IC on delivery of specific proactive services as entitled (System Health reviews, Incident reviews, Risk items like tech alerts)
• Provides input on ongoing services contract renewal process
• Identify customer training needs and recommend appropriate coursework

Manage and track customer satisfaction:

• Improve the customer experience by determining cross functional process improvements either within TDC or with customer
• Advocate/program manage customer escalations cross-departmentally 
• Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers
• Survey customer experience and determine ways to improve customer satisfaction/NPS ratings
• Put proactive measures in place to get a 360-degree view of the customer (e.g., NPS, Incident surveys, Consumption/usage of system/services) to detect early signals of at-risk renewals and design a playbook to address risks
• Consolidate and report customer results and forecasts (high-level trends, highlight key exceptions, compare cross-functional delivery)
• Report, when and as appropriate, customer status/issues to Teradata Sr. Mgmt.

Manage incidents/ events:

• Participate in onboarding the customer to Teradata service offerings
• Serve as a focal point for communication and incident management during critical events (e.g., facilitate communication between TD engineering and customer) 
• Manages root cause analysis for critical incidents 
• Oversee post critical event reviews focused on root cause and corrective actions

Manage service delivery:

• Evaluate and communicate delivery and system metrics, SLA achievement, and engage in value based /roadmap activities and incorporate resulting plans reporting on a weekly, monthly and quarterly basis
• Manage resource oversight & coordination for ongoing operational resources (CS, MS, IC) including new team member onboarding

Provide technical advice:

• Provide ongoing, high-level technical leadership (Cloud and on Premise) and align services mission and strategy for customers across multiple TDC service organizations
• Oversee provision of best practice guidance for managing environments and system change activities (e.g., assist with NPARC, upgrades, forklifts, PDCR configuration)

CountryEEOText_Description:

City: Stockholm

State: Stockholms lan

Community / Marketing Title: Service Experience Manager

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Stockholm, Stockholms lan SE